Establishing effective Service Level Management (SLM) requires Service Level Agreements (SLA) to be defined and agreed with the Business or Customer community. The contents of the SLA should be clear and concise, objective and measureable. Having agreed the SLA the next stage is to report against the SLA.…

ITIL Service Level Agreements or SLAs are recognized as an essential requirement to delivering consistent IT services to the customer community, irrespective if they are internal or external customers of the organization. What is often neglected when considering the establishment of the SLA is the corresponding necessity for…

ITIL Service Level Management (SLM), encompassing Service Level Agreements (SLAs), Operating Level Agreements (OLAs), Service Catalogues, Underpinning Contracts (UPCs) is more important than these documents suggest. It is a key IT Service Management discipline, and may well be the first point of reference when considering ITIL…